Manager, Care Operations

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Requirements:

• Minimum of 3-6 months as an SCC internally.
• Strong understanding of customer service principles and practices.
• Excellent communication and problem-solving skills.
• Team leadership skills.
• Familiarity with customer service software and CRM systems; Zendesk experience is a plus.
• Ability to motivate and lead towards high performance.
• Experience in delivering training sessions for new agents.

Responsibilities:

• Lead and support a team of up to 18 agents to achieve excellence in customer service.
• Promote continuous learning, teamwork, and professional development.
• Align team efforts with organizational objectives.
• Ensure processes are executed efficiently, meeting accuracy and timelines.
• Coordinate with engineering, clinical, and HR departments.
• Build strong relationships with stakeholders.
• Assist in recruitment and training for team development.
• Deliver service with professionalism and empathy.
• Address customer feedback for service improvement.
• Guide the team in resolving escalated issues effectively.
• Monitor team performance and advocate for process enhancements.